Product Manager - Agent Productivity (f/m/x)

Tourlane is a traveltech company on a mission to provide the best experience in travel, offering fully personalized, multi-stop trips to 60 destinations. We are looking for a Product Manager (f/m/x) with focus on Agent Productivity to own the products that decide how our Travel Experts spend their day, including how they talk to customers, which customers they talk to, and how little time they lose in between.

Responsibilities

Own the Agent Productivity area and shape the core experience between customers and Travel Experts; Be responsible for Travel Expert calendar and shift management, matching logic between customers and Travel Experts, Zoom Contact Center, the Pre-Sales tool and processes, and CRM nurturing flows around customer calls; Change how Travel Experts work, not just the software, by shaping processes together with Sales Ops, Sales leadership and the pre-sales partner; Own a clear metric tree from opportunities per agent per day to customer show up rate and conversion guardrails, and make sure tracking gets built where it does not exist yet; Prototype before you specify by using AI tools to build clickable or working prototypes and testing them with agents and customers; Find places where automation and AI agents can take manual work off Travel Experts; Use AI for research synthesis, data analysis, documentation and stakeholder updates; Lead an engineering team, working with an Engineering Manager, a designer, and partners in CRM, Data and Tech; Solve the core efficiency problem of connecting customers to Travel Experts when customers do not show up

Requirements

4+ years in product management, with at least one product owned end to end where process change mattered as much as the software, e.g. sales or service tooling; Proven AI fluency; Comfort with data: defining metrics and reading pilot and experiment results critically; Strong judgment on scope: cutting a big idea into stages and knowing what to leave out; Experience driving change with operational department stakeholders; Excellent communication in English; German is a strong plus; French is a plus

Nice to have

Experience with Zoom Contact Center or other call infrastructure; Experience with Salesforce; Experience with CRM tools such as Braze; Previous roles in the travel industry

Benefits

Flexible Hybrid/Remote working setup with 2 days per week in the Berlin office; Access to internal travel discounts on the platform; Outside travel industry discounts on hotels, rentals, transport and more; Annual €1500 self-development budget; Program for working abroad (5 months per year, inside and outside of EU); Diverse community with 40+ languages and cultures represented at HQ; Dog-friendly office